RMM remote control disconnects only when user launches VPN

Scenario

Remote support works normally until the user opens the corporate VPN, then the session drops.

Recommended Resolution Path

1. Check whether full-tunnel routing is forcing the remote control traffic through a blocked path.
2. Compare DNS resolution for the RMM endpoints before and after VPN connection.
3. Test with split tunneling if the security model allows it.
4. Document the supported remote support path for VPN users once resolved.

Technician Notes

Confirm the result, document the root cause, and record any preventative action worth standardizing.